Burnout syndrome and the job strain model in a call center in México

Introduction
The consequences of psychosocial work risks are a topic of emerging interest. One of them is Burnout, defined as the prolonged response to chronic emotional and interpersonal stressors, generating a loss of idealism and passion for work. It arises from direct and ongoing interpersonal relationships with people seeking help. Burnout syndrome is composed of three dimensions: emotional exhaustion, depersonalization, and personal accomplishment. The demand-control- social support model (job strain) proposed by Karasek seeks to explain work situations in which stressors become chronic. Several studies have found that high demands together with low levels of social support and control have negative effects on health. Hence, the aim of this study is to analyse the significant relationships between job strain (in Karasek's model) and Burnout.

Methods
A non-experimental, cross-sectional and explanatory study was performed in a call center with 180 people. To collect the data the Maslach Burnout Inventory - GS and the Job Content Questionnaire were used.

Results
Multiple regressions were conducted (using the stepwise method) for the three dimensions of Burnout. The significant predictors of emotional exhaustion were job strain and job insecurity (β=.220 p=.004 andβ=-1.77 p=.020) explaining the 10.7% of variance. For cynicism, the predictors were social support from the supervisor, job strain and job insecurity (β=-.165 p=.028, β=.198 p=.009 and β=-.157 p=.040) with 14.7% of the variance explained. And for personal accomplishment, only labor control was significant (β=.227 p=.002), explaining only 5.1% of the total variance.

Discussion
Relationships were found between Burnout and the demand-control-social support model, the predictor variables being support from the boss, control, job strain and job insecurity. However, the variances explained are small so it is necessary to introduce other variables in future studies without neglecting this model because of the importance it gives to psychosocial factors in the deterioration of health.